Complaints

This profile includes complaints for J.Jill's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  J.Jill

  100 Birch Pond Drive Tilton, NH 03276

  
• 

  J.Jill

  345 US Route 1 Kittery, ME 03904-5577

• 

  J.Jill

  600 Market St Lynnfield, MA 01940-4000

• 

  J.Jill

  174 Colony Place Rd Plymouth, MA 02360-7233

• 

  J.Jill

  1500 New Britain Ave Farmington, CT 06032

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I retuned a swater abd skirt they decided was an order. This was done 3/4. Thry then said ***** rectified it. Ive wayed long enoigh.

  Customer Answer

  Date: 03/24/2025

  J Jill in ******, ** is not refunding me Please advise them I returned items I dont see the card as a Mastercard tho they say so It was a skirt and sweater mailed 3/4 They seem confused it was an order They have the merchandise Best I can do ********* Burns ******** ************

  Business Response

  Date: 03/31/2025

  Upon review of the customers order history we have determined that a refund in the amount of $183.45 was issued on 3/18/2025. The reference number is *********************** should that be needed. We apologize for any delay in processing the refund however we did have some delays when we moved over to our new order entry system. This should be resolved at this time. If any further information is required please let us know. 

   

  Thank you.

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAVE AUTOMATED PAYMENTS EACH MONTH FOR $80.00 THEIR CUSTOMER SERVICE TOOK OUT $800.00 INSTEAD. THIS HAPPENED A WEEK AGO AND I'VE CALLED MANY TIMES TO CREDIT MY ACCOUNT $720.00. I DID, AT ONE POINT, GOT HOLD OF A CUSTOMER SERVICE AGENT AND SHE ADMITTED IT WAS THEIR FAULT AND WOULD RE-IMBURSE ME ASAP. AGAIN, IT HAS BEEN OVER A WEEK AND I AM BOUNCING CHECKS LEFT AND RIGHT.PLEASE HELP!****** ********

  Business Response

  Date: 03/17/2025

  Hello,

  We have reviewed this customers account with ************** issuer of the J.Jill Credit Card, and have confirmed that a credit was issued on 2/27/2025 in the amount of $720.00. It does take ***** hours to post to an account once issued. We consider this complaint resolved.

   

  Thank you. 

  *** *********

• Initial Complaint

  Date:01/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/16/2024 On 8/28/24 I mailed a check to J. **** in the amount of $74.22 ( This was full amount for 2 shirts I purchased in July of 2024.) Received a bill stating this was received late , I called J. **** regarding this and it went to an automated service. I wanted to see if I could get this late fee rescinded. The service granted half of late fee at $ 15 . I paid this late fee in person at the ************* store on 9/16/24. At this time(9/16/24) I also purchased a shirt. I received my next bill on October 2 , 2024 stating I owed another $ 30 ?? Nothing was purchased to warrant another late fee since last transaction was on 9/16/2024.I went to the store in ********** PA and took my bill and showed it to the manager ( she was the one who processed my late fee of $15 ) She recommended I close my account which I did and I also returned the shirt I had purchased. Leaving my balance at zero. ************** who provides credit card for J. **** keeps calling me constantly. First on my cell, now on my home line. I received 16 calls in 3 days. I reached out to J Jill via email and the supervisor ***** was of no help. I do not owe any money to J.Jill as my last purchase was returned and the last $30 dollar lte fee was bogus. Comenity keeps calling on their behalf and harassing me. They will try to destroy my credit which is excellent.Commenity needs to stop calling and harassing me since my account is closed and I do not owe anything to J Jill. Commenity needs to stop sending me late fees as well !!!

  Customer Answer

  Date: 12/28/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/21/2025

  This complaint is regarding the J.Jill Credit Card, which is managed by ********************* at ***************. We are currently working with the bank to review the customer account and see what we can do to help resolve this. From what we can see a late fee was supposed to be waived by the bank and it wasn't, which resulted in additional fees being added on. We are currently working with them to get this taken care of and can follow up once we have more information. 

• Initial Complaint

  Date:11/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the JJill account for a short time.I asked the account to be closed on 8/7/24. On 8/3/24 I had a balance due of $28.49. I paid it late on 8/7/24 as I was out of town.Comenity Bank charged me $30.49 for a late fee. I have a current late fee balance of $101.98. This is all late fees since August 2024.They reported me to the credit bureau and I had an excellent 800 credit ********* my credit score is in the 600s.Please advise what action I should take.Thank you,**** ******* *********************

  Business Response

  Date: 01/21/2025

  This complaint is in regards to the J.Jill Credit Card, which is managed by ********************* and ***************. We do not have access to customers accounts however we can work with the bank to look into the customer account and attempt to resolve the situation. Please allow us some time to research this complaint with the bank and we apologize for the delay. 

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a new card at JJill and did not receive a bill within the month which would have allowed me to pay in time. I did pay it late, called customer Service and explained the situation and requested that the late fees be refunded. The woman said that they would be refunded and my balance would be zero. When I received the next bill they had not been refunded and there were additional fees placed on the account. The fees totaled $*****! I called and spoke to someone again, who was rude, spoke in circles, never answering my questions. Other than to say that there was nothing he could do. I paid the total amount just so that I wouldn't get further fees assessed, until I could address this. I just got another bill which shows the ***** paid but JJill has now assessed an additional $2.00 fee with no explanation as to what this is for, along with a threat that if my payment is not received in time, I will have to pay a $41 late fee. A $41 late fee on a $2 fee that doesn't even have an explanation for it. So fees are being charged on their own fees. This certainly seems excessive at best, more likely illegal. They are also suddenly charging a $2.99 fee if they send you a paper statement.

  Business Response

  Date: 01/21/2025

  This is regarding her J.Jill Credit Card, which is managed by ********************* and ***************. Although we don't have access to the customers account we can work with the bank on her behalf to look into the issue and if it hasn't already been resolved, work on resolving it for her. 

  Business Response

  Date: 01/21/2025

  This is regarding her J.Jill Credit Card, which is managed by ********************* and ***************. Although we don't have access to the customers account we can work with the bank on her behalf to look into the issue and if it hasn't already been resolved, work on resolving it for her. 

• Initial Complaint

  Date:09/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Because of the ridiculously high late fees on their credit card I decided to cancel my account. I paid the remaining balance on my card and told them to close my account. Imagine my surprise when I receive a statement with another finance charge, and my account was still open! I also double paid one time and it took over a year before I received my refund! It should be illegal what they charge for a late fee.

  Business Response

  Date: 01/21/2025

  This is regarding her J.Jill Credit Card, which is managed by ********************* and ***************. Although we don't have access to the customers account we can work with the bank on her behalf to look into the issue and if it hasn't already been resolved, work on resolving it for her. 

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an online purchase from J. **** (work clothes for my teaching job) on 8/8/2024. ***** claims to have delivered the package on 8/11/2024, but I have checked the mailroom daily since that day, and it is not there. It was likely stolen. J. **** refuses to refund the amount charged ($260.68) or re-send the items. They instructed me to contact the local police department and file a claim with *****. I have filed a report with the ***************** in *****************, ** (Police Report #*********) and attempted to file a claim with *****, but ***** requires J. **** to file the claim (the ***** Tracking ID is *************. The ***** claim error response message states that "The tracking number that you entered is for a ***** SmartPost shipment. Only the company that shipped you this package can file a claim on it, and the claim cannot be submitted online. If you are the shipper, please refer to filing instructions at fedex.com/us/smartpostguide and select 'Tutorials'." J. **** refuses to file the ***** claim even though ***** will not allow me to file it myself. As you can see, I am stuck without my work clothes or the $260.68 that I paid for them, and the company J. **** is refusing to provide the bare minimum assistance to resolve this.

  Business Response

  Date: 08/16/2024

  **************** has contacted JJill several times in regard to the alleged stolen package.  We have confirmation w/picture that the package was delivered to the address specified by the customer.  The advice to the customer was she would need to file a claim with the local authorities of which I believe she has done.  She was also advised to report it to her homeowner's insurance.
  
  **************** tried to initiate a claim through ***** however the method of shipping did not allow her to do so.  On behalf of the customer, I will try my hardest to initiate the claim for her.  I will follow the claim and communicate to the customer with any information I may receive.

  JJill is not responsible for replacing the package as we delivered as directed by the customer so have met our obligation.  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/17/2024

  Update: According to the ***** photo, the large package was left on a counter in the room where the apartment units individual small mailboxes are located. However, there is large signage posted by the buildings management company in the buildings entryway, lobby, and specific area where the package was left that clearly indicates packages that dont fit into residents mailboxes are supposed to be left in front of each apartment units door, not on that countertop. The package was not left in the appropriate location, and it was not received. It was stolen from a common area.

  
  A J. **** employee told me to file a claim with *****, but ***** requires the shipper to file the claim. As the shipper who has chosen ***** as their shipping service provider, it is J. Jills responsibility to file the claim with ***** and either reimburse or reship the items to their customer. J. **** has the business account with *****, so ***** is J. Jills vendor, which means its J. Jills responsibility. I am not the ***** client; I am not able to file the claim, and ***** failed to fulfill its responsibility to J. ****. Filing the claim must be done through the clients (J. *****) account, not my personal ***** account, and J. **** must then go after their loss with ***** and be accountable for the failure of their shipper, which means that J. **** has not fulfilled their customer obligation.
  
  Furthermore, there is no clear warning shown anywhere when checking out that J. **** does not follow current policies for theft of online orders which are commonly followed by many other large companies these days, and their policy is not detailed in the online return policy posted on their website either, which means that I was not properly warned that J. **** might charge for products that were never received.

  Business Response

  Date: 08/26/2024

  Good afternoon -

  In my response to ****************, I stated I would file the claim of the missing package on her behalf of which I have done.  The process takes some time and as a courtesy to the **************** I will credit her account for the order she did not receive.

  I have noted her account to send all her packages signature required, this removing the possibility of packages being stolen from the mail room.   All orders will be sent ***** Home delivery and not delivered by the USPS.

  Thank you for your understanding.

• Initial Complaint

  Date:08/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my bill on 6/22/24, per the bank proof of payment, J. **** is claiming it was not recieved until 7/5/24. Payment was due 7/2/24. I made my payment in plenty of time for J. **** to recieve it, ** **** has no proof that it didn't sit in their office before processing. Also, the payment made the statement per attachment. I would like to be credited for the ***** they have charged in 'late fees'. I have tried multiple times to talk to someone at J. ****, they refuse to consider crediting my account.

  Business Response

  Date: 08/02/2024

  Thank you for taking the time to alert JJill of the issues you have had with Comenity Bank.
  
  I have taken the liberty of crediting your JJIll Credit Card in the amount of $57.13 which is your balance as of today (late fees and finance charges).  You should see the credit on the account in approximately 72 hours.

  Please accept my apologies for the frustration you have had dealing with the situatuion.

  Thank you for being a JJill customer,.

• Initial Complaint

  Date:08/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 17, 2023, I opened a J.Jill credit card account at the insistence of the store's salespeople and purchased several items. I never received a bill or statement, so I called the store less than a month later to inquire about the bill. J.Jill customer support assured me they would send a statement and that I would not be charged a late fee since it was not my fault I did not receive the statement. As soon as the statement arrived, I paid the bill immediately.Since then, I have shopped at the store several more times and made multiple purchases, paying the bills on time.Despite customer support's assurance that no late fee would be charged, the very first bill that arrived showed a $5.33 late fee. I did not pay this $5.33 late fee during my initial payment because it was not my fault that I did not receive the statement. I called J.Jill multiple times to request the removal of the fee, but it continued to accumulate interest. As of July 2024, the $5.33 late fee has grown to $67.32.I have called the store multiple times, but each person I spoke to, including the manager, was extremely rude and unhelpful. I eventually closed the account due to my frustration and disappointment with the lack of service or understanding. Over a $5 fee that I should not have owed, the store lost a loyal customer.I believe the store is engaging in predatory lending practices. The store continues to call me almost every day demanding money. I am in my mid-80s, have a low income, and am not in the best health. Every time they call, my blood pressure goes up, so I have stopped answering their calls as it is very bad for my health.Please help me as J. **** should remove this charge immediately and stop harassing me. These matters should be brought to the attention of the Attorney General.

  Business Response

  Date: 08/02/2024

  Please accept my apologies for the frustration you have been experiencing in getting the matter with ************* resolved.
  
  I created today a credit to your JJill Credit Card in the amount of $109.75 which is the result of multiple late fees and finance charges.  You should see the credit in approximately 72 hours.

  Thank you for being a JJill customer.

• Initial Complaint

  Date:07/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a J.Jill credit card upon making a purchase of $91.36 on 4/27/24. The person who set up the account entered an incorrect address and no email so 1) i received the bill late and 2) I couldnt get online to make the payment. The bill was due on 6/1. After the weekend, on 6/4 I was able to reach someone at ************* and fix the account. I paid the balance of $91.38 that day. During the phone call with Comenity, they credited me $15 which I believed was the late fee as they were at fault for the payment being late. I later found out that it was only a partial credit and that the late fee was $30. Not realizing I had a balance, I didnt access the online account again. I was then charged another $30 late fee in July along with a $2 interest. Then, because the bill wasnt paid in full, they reinstated the $15 credit. So, my balance is now $62, all fees. I called multiple times and Comenity indicated that a $15 credit is all they do but the agent should have indicated that it was either a partial credit or there would be a balance remaining in the account. They did not. I understand someone reviewed the tape of the call, but the only feedback was that they affirmed a $15 credit was offered. That was never in dispute and I was not able to speak to someone who heard the call or had the transcripts. I asked them to review the call again to affirm the disclaimer was made and they said they would submit the request but it would likely be rejected as it was already reviewed. Asked to speak to a supervisor and was told that they probably wouldnt return my call as they have criteria for which calls to return. I just paid the $62 to avoid another interest charge and closed the account. Never heard of a partial late payment credit when the company was at fault. The policy is fundamentally wrong and customer service has been abysmal. This is an abusive practice that needs to be addressed.

  Business Response

  Date: 07/29/2024

  ******************** emailed JJill on 7/26 alerting us of the issue she was having with Comenity Bank.  On 7/27/24 the matter was resolved by JJill by issuing a credit to her JJill Credit Card Account in the amount of $62.08.  The customer was made aware of the resolve to the complaint on 7/27/24 via email.  I was able to confirm the $62.08 has been credited to her account.
  
  ******************* will be receiving a refund check from Comenity Bank.

  Business Response

  Date: 07/29/2024

  Please update the amount of the check to $62.00.